• Identifies and recommends new products and product enhancements to remain competitive in the market.
• Investigates, reports and follows-up on guest incidents.
• Ensures corrective measures are implemented to prevent a reoccurrence.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Establishes guidelines so associates understand expectations and parameters.
• Observes service behaviors of associates and provides feedback to individuals and/or managers.
• Reviews findings with associates to develop appropriate corrective action, shares plans with hotel leadership and ensures corrective action is taken to continuously improve results.
• Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Administers the performance appraisal process for direct reports.
• Develops business goals and creates appropriate development plans.
• Assists associates based on their individual strengths, development needs, career aspirations and abilities.
• Establishes and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Solicits associate feedback, utilizes an “open door” policy and reviews associate satisfaction results to identify and address associate problems or concerns.
• Ensures associates are treated fairly and equitably.
• Manages associate progressive discipline procedures for areas of responsibility.
• Ensures hotel policies are administered fairly and consistently.
• Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs).
• Ensures that regular on-going communication is happening in all areas of responsibility to create awareness of business objectives and communicates expectations, recognizes performance, and produces desired business results.
||Khobar, Saudi Arabia
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